AccountId: 011433970860
ContactId: 2d1eeb5b-9b03-4df4-9675-8de02e766e0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160550 ms
Total Talk Time (AGENT): 75323 ms
Total Talk Time (CUSTOMER): 46730 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/2d1eeb5b-9b03-4df4-9675-8de02e766e0e_20250429T16:23_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how are you doing today? My first name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] OK, and how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm calling to check the benefits and press.
[AGENT][POSITIVE] OK, I can help you with that. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's, uh, policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh, it's 02.
[CUSTOMER][NEUTRAL] 35311.
[CUSTOMER][NEUTRAL] 2 M as in Mike. L as in Lima number A.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, pressure's name is gonna be [PII].
[CUSTOMER][NEUTRAL] Birthday is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you did say benefits and eligibility. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Uh, an MRI.
[AGENT][NEUTRAL] OK. And this is done in an MRI facility or outpatient facility?
[CUSTOMER][NEUTRAL] Specialist office outpatient facility.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. The policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] For an MRI done in the physician's office that will be paid under the outpatient benefits of $2000 a calendar year.
[AGENT][POSITIVE] I do show she has that full amount available. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright, and uh do I get like a claim number or do you just file with the uh APL member ID?
[AGENT][NEUTRAL] You would file with the member ID as secondary you would file the claim along with the primary explanation of benefits.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Can I have a reference for this number? I'm sorry?
[AGENT][NEUTRAL] Sure, to reference the call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much OK?
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.